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Influence of perceived value on satisfaction and continuance usage intention: e-hailing services

Customer loyalty is always an agenda that organisations would like to achieve. However, it is not an easy agenda to be achieved. This is not an exceptional agenda for collaborative consumption services particularly in e-hailing services. Therefore, to ensure customer loyalty particularly in continua...

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Main Authors: Yapp, Emily Hon Tshin, Jasmine A. L. Yeap
Format: Proceedings
Language:English
English
Published: European Publisher 2020
Subjects:
HB Economic theory. Demography
HE Transportation and Communications
Online Access:https://eprints.ums.edu.my/id/eprint/27551/1/Influence%20of%20perceived%20value%20on%20satisfaction%20and%20continuance%20usage%20intention.pdf
https://eprints.ums.edu.my/id/eprint/27551/2/Influence%20of%20perceived%20value%20on%20satisfaction%20and%20continuance%20usage%20intention1.pdf
https://eprints.ums.edu.my/id/eprint/27551/
https://www.europeanproceedings.com/files/data/article/1023/11150/article_1023_11150_pdf_100.pdf
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spelling my.ums.eprints.275512021-06-30T13:01:16Z https://eprints.ums.edu.my/id/eprint/27551/ Influence of perceived value on satisfaction and continuance usage intention: e-hailing services Yapp, Emily Hon Tshin Jasmine A. L. Yeap HB Economic theory. Demography HE Transportation and Communications Customer loyalty is always an agenda that organisations would like to achieve. However, it is not an easy agenda to be achieved. This is not an exceptional agenda for collaborative consumption services particularly in e-hailing services. Therefore, to ensure customer loyalty particularly in continuance usage intention, e-hailing organisations need to focus on users’ perceived value because literature states that perceived value influences users’ satisfaction, and this will lead to customer loyalty. The Partial Least Squares (SmartPLS version 3.2.8) analysis revealed that the customer perceived value which consists of economic value, convenience value, sustainability value and hedonic value positively influence users’ satisfaction and subsequently, users’ satisfaction positively influence users’ continuance usage intention. As a result, e-hailing organisations need to improve and concentrate on their services especially those related to providing economic value, convenience value, sustainability value and hedonic value. Managerial implications as well as the future research directions are duly discussed. European Publisher 2020 Proceedings PeerReviewed text en https://eprints.ums.edu.my/id/eprint/27551/1/Influence%20of%20perceived%20value%20on%20satisfaction%20and%20continuance%20usage%20intention.pdf text en https://eprints.ums.edu.my/id/eprint/27551/2/Influence%20of%20perceived%20value%20on%20satisfaction%20and%20continuance%20usage%20intention1.pdf Yapp, Emily Hon Tshin and Jasmine A. L. Yeap (2020) Influence of perceived value on satisfaction and continuance usage intention: e-hailing services. https://www.europeanproceedings.com/files/data/article/1023/11150/article_1023_11150_pdf_100.pdf
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
English
topic HB Economic theory. Demography
HE Transportation and Communications
spellingShingle HB Economic theory. Demography
HE Transportation and Communications
Yapp, Emily Hon Tshin
Jasmine A. L. Yeap
Influence of perceived value on satisfaction and continuance usage intention: e-hailing services
description Customer loyalty is always an agenda that organisations would like to achieve. However, it is not an easy agenda to be achieved. This is not an exceptional agenda for collaborative consumption services particularly in e-hailing services. Therefore, to ensure customer loyalty particularly in continuance usage intention, e-hailing organisations need to focus on users’ perceived value because literature states that perceived value influences users’ satisfaction, and this will lead to customer loyalty. The Partial Least Squares (SmartPLS version 3.2.8) analysis revealed that the customer perceived value which consists of economic value, convenience value, sustainability value and hedonic value positively influence users’ satisfaction and subsequently, users’ satisfaction positively influence users’ continuance usage intention. As a result, e-hailing organisations need to improve and concentrate on their services especially those related to providing economic value, convenience value, sustainability value and hedonic value. Managerial implications as well as the future research directions are duly discussed.
format Proceedings
author Yapp, Emily Hon Tshin
Jasmine A. L. Yeap
author_facet Yapp, Emily Hon Tshin
Jasmine A. L. Yeap
author_sort Yapp, Emily Hon Tshin
title Influence of perceived value on satisfaction and continuance usage intention: e-hailing services
title_short Influence of perceived value on satisfaction and continuance usage intention: e-hailing services
title_full Influence of perceived value on satisfaction and continuance usage intention: e-hailing services
title_fullStr Influence of perceived value on satisfaction and continuance usage intention: e-hailing services
title_full_unstemmed Influence of perceived value on satisfaction and continuance usage intention: e-hailing services
title_sort influence of perceived value on satisfaction and continuance usage intention: e-hailing services
publisher European Publisher
publishDate 2020
url https://eprints.ums.edu.my/id/eprint/27551/1/Influence%20of%20perceived%20value%20on%20satisfaction%20and%20continuance%20usage%20intention.pdf
https://eprints.ums.edu.my/id/eprint/27551/2/Influence%20of%20perceived%20value%20on%20satisfaction%20and%20continuance%20usage%20intention1.pdf
https://eprints.ums.edu.my/id/eprint/27551/
https://www.europeanproceedings.com/files/data/article/1023/11150/article_1023_11150_pdf_100.pdf
_version_ 1760230636330680320
score 13.211869

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